Analyst Enterprise Operations

ICE; Hyderabad; On-site; INR 700,000 - 1,100,000; Full time

Job summary

ICE is seeking an experienced professional to manage incidents, drive problem resolution, and ensure operational readiness for new services. You will coordinate changes through CAB, handle service requests, and contribute to knowledge base improvements while collaborating with Engineering, Development, and Business teams.

The role requires a Bachelor’s degree in computer engineering or related field, strong communication, and proficiency with Office 365 and Active Directory.

Qualifications

• Bachelor’s degree in computer engineering or related field required; 3+ years of experience in lieu of degree.
• Strong written and verbal communication skills.
• Familiarity with Office 365 suite.
• Experience administering Active Directory.
• Ability to troubleshoot IT/Application issues.
• Ability to multitask and work independently on projects.
• Prepare runbooks and incident documentation.
• Coordinate with Engineering, Development and Business teams.

Responsibilities

• Proactive incident management to avoid outages or limit impact.
• Troubleshoot and isolate faults to restore service quickly.
• Develop root cause analyses and remediation procedures for incidents.
• Create and update runbooks and documentation for knowledge base.
• Coordinate changes with CAB and engineering teams.
• Handle service requests and proactive maintenance activities.
• Lead process-improvement initiatives within Enterprise Operations.

Skills

Incident management

Problem management

Change management

Operational readiness

Service requests

Process improvement

Troubleshooting

Communication

Multi-tasking

Education

Bachelor’s Degree in Computer Engineering or related field

Tools

Active Directory

Office 365

Monitoring solutions

Job description

Job Description:

Job Description

Enterprise Operations provides 24x7 support for the organization’s Enterprise Applications and Offices by performing proactive routines that ensure service impacts are avoided. Staff members also interact with peers in Operations, Engineering, and the business to facilitate effective handling of service outages.

Responsibilities

• Incident Management
  • Proactive checkouts and monitoring to avoid service outages or limit their impact. Troubleshooting and fault isolation to restore service when necessary.
• Problem Management
  • Solutions for Incident Management from Case Study evaluations. This includes development of the related root cause flow charts and troubleshooting procedures that streamline the time required to isolate faults and restore service.
• Operational Readiness for New Services
  • Completing checklists that support pre-production deployment of network services. This includes assurance that Enterprise Operations has updated management for all related application components and its dependencies, and the staff is capable of performing established recovery procedures.
• Change Management Planning and Configuration Implementation
  • Coordination of changes at the CAB and periodic quality reviews with Engineering. Implementation of tasks assigned to Enterprise Operations and support for those implemented by other teams
• Service Requests, Network Maintenance, and Operational Support
  • Executing requests for analysis or support. Representing Network Operations’ strategic initiatives such as vendor service level reviews, Asset Management, and Capacity Management. Coordination and support for pro-active maintenance activities required to keep the infrastructure in good health.
• Process Improvement
  • Specific tasks assigned by management to own that deliver operational support improvements to a technology, process, tool, or service.

Knowledge and Experience

• Bachelor’s Degree in Computer Engineering or related field. 3+ years or experience in lieu or educational credentials.
• Strong written and verbal communication
• Familiarity with 365 Office Suite
• Active Directory Administration Experience
• Ability to troubleshoot IT/Application related issues
• Ability to multitask and work independently on projects
• Perform monitoring for new events to open incidents
• Prepare documentation of runbooks
• Coordinate with other teams on changes to production systems
• Interact with Engineering, Development, and Business
• Develop and propose solutions for the knowledge base
• Understanding of process monitoring using monitoring solutions
• Understand priority for high Severity incidents

Requirements: